Booking conditions

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Booking conditions is a trading name of the Dutch company Ltd. (since 1993) and the only catered chalet tour operator in The Netherlands providing financial security by the Dutch Guarantee Fund SGR. We are a fully-bonded member of this Dutch financial protection authority SGR by way of a bond held in favour of the SGR under certificate number 3494. For further information, visit the SGR website at SGR protection extends not only to our Dutch but also all our international guests. So in the unlikely event of our insolvency, the SGR will ensure to refund 100% of any money you have paid to us. We have provided a substantial amount to the SGR by a bank guarantee. An obligation is also to pay a significant annual membership fee and a monthly obliged contribution as well. is an under Ltd. at The Netherlands Chamber of Commerce in Rotterdam registered company with the number 78683297. Your contract is with Ltd., the booking conditions applying to your contract with Ltd. are set out below and have been deposited at the Dutch Chamber of Commerce. The contractual partner for party leader and members of the party is the company Ltd.


All bookings must be made on our Online Booking Form. This must be signed by the first named person on the booking (“the party leader”). The party leader must be at least 18 and must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking. The party leader is responsible for making all payments due to us. When your reservation is administrated, you will receive a confirmation invoice with the request to pay a deposit of 25% of the total amount. When making the reservation you will be informed about the total amount and the date at which it is to be remitted. If a client fails to make this initial payment we are entitled to cancel the reservation. After full payment has been received (8 weeks in advance or earlier) travel documents will be issued and sent 2 weeks prior to departure. Please check this invoice carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 10 days of our sending it out, 5 days for tickets. Changes to these Booking Conditions or the general information shown on our website will only be valid if agreed by us in writing.


After you have received the invoice, a deposit of 25% (or full payment if booking within 6 weeks of departure) must be paid within two days after the invoice date + the handling/administration fee of credit card. The balance of the holiday cost must be received by us not less than 6 weeks prior to departure. The date at which the payment is to be remitted will be shown on the confirmation invoice. If we do not receive all payments due (including any surcharge where applicable) in full by this date, we reserve the right to treat your booking as cancelled by you. In this case the cancellation charges set out in clause 3 below will be payable. If you are receiving a special discount for a group booking, the full amount of the deposit and balance respectively must be paid by one payment. The discount will be forfeited if the balance is not paid in full by the due date. We accept payment in £. The amount due must be confirmed before payment is made unless agreed at the time of booking. You will be responsible for any bank charges connected with payment by bankers draft. We reserve the right to charge 2% if paid by credit card.


Should you or any member of your party need to cancel your holiday once it has been confirmed, the party leader must immediately advise us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices. As we incur costs from the time we confirm your booking and may be unable to resell your holiday, the following cancellation charges will be payable. Where the cancellation charges are shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and any amendment charges which have already been incurred. Insurance premiums and amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.
Period before departure within which written notification of cancellation is received by us up to 16 weeks before departure cancellation charge per person cancelling: 25%
Period before departure within which written notification of cancellation is received by us between 16 and 3 weeks before departure cancellation charge per person cancelling: 90%
Period before departure within which written notification of cancellation is received by us within 3 weeks before departure cancellation charge per person cancelling: 100%.
With ‘No Show’: 100%.
Depending on the reason for cancellation, you may be able to reclaim these cancellation charges, less any applicable excess, under the terms of your insurance policy. Claims must be made directly to the insurance company concerned. If any member(s) of your party is/are prevented from travelling, the person(s) concerned will be able to transfer their place to someone else (introduced by you) providing the following requirements are complied with. We must be notified of the transfer(s) not less than two weeks before departure. All costs and charges incurred or imposed by any of our suppliers as a result together with an amendment fee of € 30 per person must be paid before the transfer can be made. For flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight after this point.


We consider adequate travel insurance to be essential.


We reserve the right to increase or decrease the prices of unsold holidays at any time. The price of your chosen holiday will be confirmed at the time of booking.
Once the price of your chosen holiday has been confirmed at the time of booking then, subject to the correction of errors, we will only increase the price in the following circumstances. Price increases after booking will be passed on by way of a surcharge. A surcharge will be payable if transportation costs and/or dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at ports or airports increase or our costs increase as a result of any adverse changes in the exchange rates which have been used to calculate the cost of your holiday.
Even in the above cases, we will absorb increased costs up to a total amount equivalent to 2% (or 5% in the case of currency fluctuations) of the cost of your confirmed holiday (excluding insurance premiums and any amendment charges). Only if the increased costs exceed this amount will we levy a surcharge.
If any surcharge is greater than 10% of the cost of your holiday (excluding insurance premiums and any amendment charges), you will be entitled to cancel your booking and receive a full refund of all monies paid to us except for insurance premiums and amendment charges.
You have 14 days from the issue date printed on the surcharge invoice to tell us if you want to cancel for this reason. If you do not tell us that you wish to cancel within this period of time, we are entitled to assume that you do not wish to cancel and will pay the surcharge. Any surcharge must be paid with the balance of the cost of the holiday or within 14 days of the issue date printed on the surcharge invoice, whichever is the later.
We promise not to levy a surcharge within 30 days of departure. Due to the above promises, no refund can be made in the event of favourable exchange rate variations or decreases in costs.
We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error.
Please note, changes and errors occasionally occur. You must check the price of your chosen holiday at the time of booking.
A supplement of approximately 15% will be charged for not Dutch citizens (i.e. foreign citizens) on the holiday prices mentioned in the price table on our website.


Should you wish to make any changes to your confirmed holiday, you must notify us in writing as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such request.
Where we can and your confirmation / invoice must be changed as a result, an amendment fee of € 25 per person per occasion will be payable together with any costs or charges incurred or imposed by any of our suppliers. The only exception is where you are increasing the number of people travelling on the booking.


Occasionally we have to make changes to and correct errors on our website and other details before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so. Most changes are minor. Occasionally, we have to make a “significant change”.
“Significant changes” include the following changes when made before departure; a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away, a change of accommodation area for the whole or a major part of the time you are away or a change of outward departure time or overall length of time you are away of 12 or more hours.
If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:
(a) accepting the changed arrangements or
(b) purchasing an alternative holiday from us, of a similar standard to that originally booked if available (if the chosen alternative is less expensive than your original one, we will refund the difference but if it is more expensive, we will ask you to pay the difference) or
(c) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.
Please note, the above options are not available where any change made is a minor one. Minor changes include changes in travel timings of up to 12 hours. If we have to make a significant change or cancel 8 weeks or less before departure, we will pay you compensation subject to the following exceptions.
Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where;
(1) we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or
(2) we have to cancel because the minimum number of bookings necessary for us to operate your holiday has not been reached – in this case we will notify you by the deadline specified in the details of the holiday in question.
No compensation will be payable if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time).
In all cases, our liability for significant changes and cancellations is limited to offering you the above mentioned options and, where applicable, compensation payments. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation. Immaterial damage like lost holiday enjoyment will not be reimbursed, no financial compensation and also there will be no reimbursement of the following actual costs incurred like: flight/train/coach/(Euro)tunnel/ferry/(airport)transfer tickets, overnight stop, lift passes, ski and snowboard hire, ski and snowboard lessons, ski guiding, childcare, winter tyre rental, roof cargo box rental, activities like tobogganing, fondue evening, snow-mobile tour. No compensation is payable for minor changes or where we make a significant change or cancel more than 8 weeks before departure.
Very rarely, we may be forced by “force majeure” (see clause 8) to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.


Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation or other amounts where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss (as more fully described in clause 9 below) as a result of “force majeure”.
In these Booking Conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions (including avalanches and mudslides), fire, closure or congestion of airports, ports, train stations or roads and technical problems with transport.


(1) We promise to make sure that all parts of the holiday we have agreed to arrange as part of our contract are provided to a reasonable standard and in accordance with that contract. We also accept responsibility for what our employees, agents and suppliers do or do not do. We will not, however, be responsible for any injury, illness, death, loss (for example, loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:-
(a) the fault of the person(s) affected or any member(s) of their party or
(b) the fault of a third party not connected with the provision of your holiday which we could not have predicted or avoided or
(c) an event or circumstances which we or the supplier of the service(s) in question could not have predicted or avoided even after taking all reasonable care (see clause 9).
(d) the fault of anyone who was not carrying out work for us (generally or in particular) at the time.
In addition, we will not be responsible where you do not enjoy your holiday or suffer any problems because of a reason you did not tell us about when you booked your holiday or where any problems you suffer did not result from any breach of our contract or other fault of ourselves or, where we were responsible for them, our suppliers or agents or where any losses, expenses, costs or other sum you have suffered relate to any business.
Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised in our brochure and we have not agreed to arrange them.
(2) The promises we make to you about the services we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred – will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of The Netherlands which would have applied had those services been provided in the The Netherlands.
(3) We limit the maximum amount we may have to pay you for any and all claims or parts of claims which do not involve personal injury, illness or death. Except where loss of and/or damage to luggage or personal possessions is concerned or a lower limitation of liability applies to your claim, the maximum amount we will have to pay you for such non personal injury claims if we are found liable to you on any basis is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.
Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is € 75 per person affected as you are assumed to have taken out adequate insurance at the time of booking. Please also see clause 9(4) below.
(4) Where any claim or part of a claim concerns or is based on any travel arrangements (including the process of getting on and off the transport concerned) provided by any air, sea, rail or road carrier or any stay in a hotel, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier or hotel keeper concerned would have to pay under the international convention which applies to the travel arrangements or hotel stay in question (for example, the Warsaw Convention as amended for international travel by air and/or for airlines with an operating licence granted by an EU country, the EU Regulation on Air Carrier Liability for national and international travel by air, the Athens convention for international travel by sea). When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
(5) You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 10 below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so).
You must also agree to co-operate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.
(6) Please note, ski passes and ski school do not form part of your contract with us. We cannot accept any liability in relation to such services. Where we accept bookings and/or payment, we do so solely on behalf of and as agents for the suppliers concerned.


If you have a complaint whilst on holiday, you must immediately inform our representative and the supplier of the service(s) in question and allow them an opportunity to resolve the problem. Any verbal notification must be put in writing and given to our representative and the supplier as soon as possible. If you remain dissatisfied you must write to us within 28 days of your return to The Netherlands giving your booking reference and full details of your complaint. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.


When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the accommodation owner or manager or other supplier. If you fail to do so, you will be responsible for any claim subsequently made against us (together with our own and the other party’s full legal costs, as a result of your action.
It is expected that clients will behave in a reasonable manner when on holiday. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset, or distress to other third party or damage to property, we are entitled, without prior notice, to terminate the holiday of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility towards such person(s) including any return travel arrangements. No refunds will be made and we will not pay expenses or costs incurred as a result of the termination.
You are responsible for the behaviour of any children in your party.


Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions (see clause 9(4)). Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.


If you have any special request, you must advise us at the time of booking and clearly note it on your booking form. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. We regret we cannot accept any conditional bookings, i.e. any bookings which is specified to be conditional on the fulfilment of a particular request.
All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
If you or any member of your party has any medical problem or disability which may affect your holiday, please tell us before you confirm your booking. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.


It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. A full passport presently takes approximately 8 weeks to obtain. Requirements may change and you must check the up to date position in good time before departure. Information on health is contained in the Department of Health leaflet T6 (Health Advice for Travellers) available from your local Department of Health office and most Post Offices. For European holidays you should obtain a completed and issued form E111 (details in leaflet T6 referred to above) prior to departure.
All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any. If you or any member of your party is not a European citizen or holds a non European passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.
We would advise therefore that you take all these above precautions to protect yourself and your family whilst on holiday. You should familiarise yourself with fire escape routes immediately on arrival.

15. PETS

Animals are not permitted in any of our accommodation.


We take no responsibility for any loss and /or damage resulting to clients personal belongings, money, traveller’s cheques or equipment except where this has resulted from our negligence.
In the event that you leave items in the accommodation or on aeroplanes, trains or coach transfers, no responsibility will be accepted by us for the return of the property. If requested to return items we will endeavour to do so whenever possible for a minimum charge of € 8 but cannot accept responsibility if items are lost or damaged in transit.


Please note, the information and prices shown on this website may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of the website and prices at the time of producing, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen holiday (including the price) with us or your travel agent at the time of booking.
Photographs used on the website are intended to give an overall impression rather than detail. Items of furniture may have been moved or changed, and decor may have been altered.


Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of The Netherlands. As a general rule, these requirements and standards will not be the same as The Netherlands and may sometimes be lower.


All our chalets are selected with care on the basis of general comfort, convenience and facilities. As they are often people’s mountain homes, the cannot be compared to hotels. Occasionally beds may be against a wall, there may not always be a WC on each floor, room sizes may vary and not all rooms have lockable doors. As in your own home, from time to time things may go wrong and we do ask that you be patient as it may not always be possible to repair or replace items immediately e.g. plumbing, furniture especially over national holiday periods such as Christmas and New Year, although we will always do our best to do so. Chalet sizes, bedrooms and beds vary.


Some rooms have low ceilings and sloping roofs. Furnishing and storage space may also vary. Storage space is limited often to a small wardrobe (rarely drawers). Double beds are generally 4ft 6ins wide and the smallest rooms have a minimum of approximately 18 ins space around the bed. Austrian twin beds in our chalets are a double base with two single mattresses. If room or bed size is important, please check before booking. You will be staying with other guests, so noise between rooms will probably be more than you are used to at home.


We employ staff with proven cooking skills. Chalet holidays have an element of informality, but this not an excuse for poor standards. It is hower important clients do not have unrealistic expectations about catering standards. We do not provide Cordon Bleu meals. We serve a set menu each night and expect food to be tasty, well presented, hot and on time – the kind of food you might find in a small hotel or guest house.


We are happy to cater for special diets or vegetarian meals where possible although the availability (or not) of specialist ingredients and foods locally may prenvent us. Your requests must be notified at the time of booking.


Staff have one day off each week. Breakfast and afternoon tea are set out. In the evening you are free to try a local restaurant.


If you are unhappy with the standards of attitude of any member of staff, immediately bring it to the attention. Problems can usually be solved if we are told promptly and the rest of your holiday need not to be affected. Staff are expected to be polite and considerate, and we hope you will estend the same courtesy to them and to other guests. We have the right to cancel a client’s holiday if the cause distress or injury to a third party.
Our staff regularly clean your rooms and they are there to help make your holiday run smoothly. They have been chosen for their outgoing personalities and cooking abilities. The service they offer is not intended to be that of a hotel. In most of our chalets, the chalet staff lives in your chalet. The chalet staff may be sharing some of the bathroom facilities.
By booking a whole chalet with your own group, bear in mind that als the chalet staff could live in your chalet. Even there could be a possibility that the owner of the chalet lives in a separate part. Essentially it is not allowed to use the kitchen for cooking, even on the day off of the chalet staff. By mutual arrangement it is possible. A flexible attitude is important to book a chalet holiday.


Please familiarise yourself with your accommodation on arrival – particularly from your child’s point of view. The designs are not always child-friendly – for instance tiled floors and steep staircases. We improve them where we can, but most chalets are rented and as with any home, we cannot make them totally safe for children. We ask parents to take sensible precautions (like insisting children wear slippers) to help to avoid accidents.


Satellite TV in chalets may have a very limited choice of channels. This is also the case with terrestrial channels.


If there is a sauna, hot tub or fire place, the use of it will often be charged by our chalet staff. Most outdoor hot tubs in residential areas cannot be used after 10pm. If a hot tub breaks down we always try to have it repaired as quickly as possible. However, as their repair is a specialist task, these people are often in high demand. Delays may also occur if parts need to be ordered. We always do our utmost to minimise such delays.


Parents must bring their own for children under 2 years or we can supply details of local suppliers. We have a limited number of cots and high chairs but these must be booked and paid for in advance. Cot linen is not included.


Chalets are often privately owned homes. They have a reliable but not endless supply of hot water. Please stagger your bath times if possible and consider other guests in the chalet.

30. KEYS

We cannot guarantee that guests will have their own room or chalet keys or that the chalet will be locked during the day or the evening. We are unable to accept responsibility for valuables. A small refundable deposit for chalet keys may be required.


For those on transfers, check-in to accommodation will normally be on arrival in resort. Check-out is normally 10.00 hours. Otherwise accommodation is usually available from 14.00 hours. On arrival/departure day we try to provide changing/storage facilities for all clients (although this cannot be guaranteed). These may be shared with arriving/departing Snowtrain passengers with whom there may be an overlap as they normally have the added advantage of being able to ski on arrival/departure day. We ask you to be patient during this transition. As your arrival may be late, your first evening meal may be a hot soup and/or a cold buffet. If your arrival is even later, we reserve the right to substitute this for a packed lunch on your day of departure. Our staff will wait up for you as long as they can if your arrival is very late and they will leave directions to your room and refreshments out for when you do arrive. If you are not arriving on a transfer it is very important that you notify us of your estimated arrival time. Should you fail to do this in advance, we cannot guarantee that your room will be ready for you.


Access to many chalets in the Alps is often up a hill or path. This is especially true for those properties close to the slopes. Where this is particularly the case we have mentioned it in the chalet text. If you are at all concerned please ask for details. For any mountain holiday, easy to carry bags and appropriate footwear is recommended. Snow conditions may also make access to chalets more difficult at some times of the season. Ski-in/out means to within 50 – 70 metres of the chalet in normal snow conditions.


We do not have the personal details of other parties booked into chalets and chalet hotels. Whilst our staff will make every effort to assist, we are not responsible for the behaviour of any guests.


Our staff will collect the tourist tax (i.e. taxe de séjour in France and Kurtax in Austria) levied by most resorts when you arrive. We do not cost this into the price of our holidays as the amounts charged by resorts are not confirmed in time for the brochure. We feel it is fairer and more transparent to charge exactly what the resort charge rather than cost in a margin of error and effectively increase the price of your holiday.


It could occur that we do not have appropriate photos of the accommodation. In that circumstance we place atmosphere photos. We will try to achieve the reality by the inserted photo as accurate as possible, but there is a possibility that you could be confronted with a deviation of the real situation.


In the All Inclusive arrangement charging an electric car at your accommodation is not included in the holiday price and therefore not allowed.